Battlefield 4 Xbox 360 to Xbox One

I am really upset.  My husband, whom I purchase the Xbox One for directly from Microsoft (he is a premium member), was told when he purchased his Battlefield 4 (which was purchased about a month ago, that he would be able to upgrade his game to the new xbox one system.  After chatting with an EA rep last night, his download code is not valid?????  He is a premium member and has been a faithful Battlefield 4 player for quite some time.  I need to get this rectified.